Technical Support Specialist (Hybrid)

Motorola Solutions•Allen, TX

5d•Hybrid

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Within the Motorola Network Operations Center, our team enables the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. We deliver 24/7 mission-critical operations to analyze real-time alerts, maintain optimal network availability, and help to ensure rapid response when critical issues arise. As a Technical Support Senior Specialist, you will drive swift, effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting, you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security, server, and networking technologies. We believe that everything starts with our people, and we empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality. Bachelor's degree or equivalent practical experience is valued for this role.

Requirements

IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols
Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms
Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)
CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively
Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently
Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels
Priority Management to prioritize workload effectively under pressure across multiple incoming request channels
Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams
High School Diploma or equivalent
2+ years of technical support experience in an IT, contact center, or network operations environment
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Nice To Haves

Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
Experience working within environments utilizing the Knowledge-Centered Service (KCS) Methodology
Direct experience in the Video Security, Physical Security/Surveillance, or Access Control industries
Post-secondary education (Degree, Diploma, or Certificate) in Computer Science, Engineering, or a related software/computer field

Responsibilities

Analyze, research, and systematically resolve complex technical issues related to video management systems, cameras, servers, and IP networks across phone and digital channels
Observe and evaluate critical system alerts within the Network Operations Center, helping to ensure rapid response, accurate case documentation, and appropriate technical escalation
Collaborate closely with Engineering teams on an as-needed basis to prioritize, drive, and resolve complex technical cases
Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities
Help to ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed
Practice Knowledge-Centered Service (KCS) principles to document software, hardware, and network details accurately in the case management platform
Maintain up-to-date expertise in evolving MSI products and technologies, keeping pace with continuous innovation across the safety and security ecosystem
Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices
Guide customers and partners toward adopting optimal system configurations and operational best practices